Senior Customer Success Manager, Microsegmentation

Does Zero Trust Security excite you?

Are you passionate about building relationships and ensuring customer success?

Join our highly skilled Zero Trust Security Team

Akamai is a leader in microsegmentation and data center security. Our team boasts some of the field's most talented and experienced cybersecurity and data center experts.

Akamai is a leader in microsegmentation and data center security. Our team boasts some of the field's most talented and experienced cybersecurity and data center experts.

In this job, you'll focus on maximizing value, retention and growth throughout the customer life-cycle. You will help protect our customers key applications and assets from advanced cyber threats. Our Senior Customer Success Manager will become an industry expert, delivering innovative outcomes to achieve retention.

As a Senior Customer Success Manager, Microsegmentation, you will be responsible for:

• Acting as the main technical contact for customers, managing escalations, monitoring adoption, and driving value throughout the account lifecycle.
• Maintaining deep expertise in product features and updates to guide customers effectively and ensure optimal usage.
• Building dynamic relationships, conducting regular check-ins and business reviews, and identifying upsell/cross-sell opportunities to support customer satisfaction and expansion.
• Delivering technical training, workshops, and documentation to educate users and promote product self-sufficiency.
• Partnering with Sales during renewals, Product, and Engineering to support renewals, surface feedback, and ensure successful deployments.
• Using analytics to monitor health metrics and usage trends, delivering data-driven recommendations to enhance customer outcomes.
• Managing technical escalations with urgency, coordinating resources and ensuring resolution to meet customer expectations.
• Leading new customer onboarding, ensuring smooth setup and tailored implementation through collaboration with Product and Engineering.

To be successful in this role you will:

• 5+ years in Customer Success, Customer Experience, or Community Management at a B2B SaaS or cybersecurity company and a Bachelor's degree
• Have proven track record of managing and renewing (with sales) a portfolio of strategic accounts, and driving adoption and value realization
• Show technical aptitude with the ability to explain complex concepts to both technical and non-technical stakeholders
• Have experience managing escalations and high-priority issues with urgency, professionalism, and accountability
• Show proficiency with customer success platforms (e.g., Zendesk, Intercom, Gainsight), CRM tools (e.g., Salesforce), and collaboration tools (e.g., JIRA, ).
• Demonstrate exceptional communication, presentation, and problem-solving skills with a data-driven approach to decision-making
• Have excellent organizational skills with the ability to manage multiple priorities and deadlines simultaneously.

At Akamai, we make life better for billions of people, trillions of times a day.

Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.

Cloud and Edge: Running apps closer to users for instant performance.

Security
:
Neutralizing threats before they ever reach your data.

Content Delivery
:
Scaling the world's biggest moments without a…